Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract says a late fee will be applied after 10 days past due.But when i call **** is telling me i cant be a day past due or my car will be up for repo. As of today im NOT past due & Im calling ahead of time to tell them ill be 3 days late due to 2 of my tires popping on me and she is saying my account will be delinquent and up for repo for 3 days late !!!Ive asked for a supervisor and she says she is the only supervisor. I asked for a corporate number and she refuse to give me one. Im stuck with this loan for 72 months and the people are supper rude and very uncompromising. Please someone help me get in touch with a supervisor or anyone ahead of ****. I feel as if i was not given the right information thats on my contract !Life happens and 3 days is not that bad ! Yet she is threatening to have my car picked up. I didnt wanna turn to ****** but what else can i do !Please help.

  Business Response

  Date: 03/03/2025

  These concerns were addressed in Ms. ************** last complaint. When we listened to the recorded phone call ,our representitive never said she was going to repossess her vehicle. Ms. ******** ask if she would get repossessed if she didnt make her payment on her due date, because she said she to had to buy tires. The manager **** advised if delinquent your account may be at risk never metioned was going to repossess her vehicle. 

  The contract states a late fee will be assessed after the 10th day of not paying . That is not a ***** period and it does not insinuate you have 10days to make your payment after your due dates. Hopefully this helped clarify any issues Ms. ******** has. . 

  Thank you for the opportunity to answer this complaint

   

  Customer Answer

  Date: 03/03/2025

  she absolutely did not once but twice. I asked if i didnt have the payment what would happen she said my payment would be In delinquent. I said could it be out for repo she said yes that is possible! At that moment i was only 5 days late. Not only that but i asked for a corporate number. I asked to speak to another supervisor and she declined BOTH. I have a loan with you guys paying twice a month how dare she deny me right to speak to someone with questions about my loan when the person im speaking with is giving attitude i have every right to report her. 

  Also i have YET to receive a call from another supervisor. She threatened to repo my car and i wanna make sure this is fully investigated for all i know this could be ruby replying to these emails.  So no that message does not help me.  I want to speak to another supervisor i need a corporate number to file an complaint. 

  Business Response

  Date: 03/04/2025

  I apoligize Ms. ******** feels this way but she called the coropate office and spoke to the manager in that department . She can call in and ask for another manager in a different department if she would like .Again I'm going to reiterate we listened to the recorded phone calls and our representive never said her vehicle was beiong repossessed. 

   

  Customer Answer

  Date: 03/05/2025

  i did not call the corporate office , i called the office number.  When i asked for a corporate number she said you guys didnt have one . Also she told me she was the only manager last time so which one is. It. & what is your name ?  And i still have not received a phone call from anyone ! 

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called to make my payment, was told I was unable to split payment on 2 cards, rude representative, asked for a supervisor and was told they dont handle that kind of stuff. Dont waste your time or money with these fools. They are all a bunch of regular people that act like they are so much better than you.

  Business Response

  Date: 02/14/2025

  We reviewed the recorded calls from ******* STEELE  from  02/13/25  . She called in wanting to come into the center to make a cash payment and was advised we do not have a branch to walk into to make payments .The second time she called in , she wanted to make a partial payment of $30.00 when she had a balance of $350.00 due. Our representive explained our system will not take partial payments. If we tried to take 2 credit cards our system would acknowledeg it as a partial payment because not the full amount owed. This has nothing to do with our employees this is how the sysytem is set up. We appoligize to ******* for the inconvenience.  As far as any service issues she would have to contact the service depaprtment . 

  Thank you for the opportunity to answer this complaint

  Finance Director

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Truly a scam when it comes to a fresh start loan. Understanding and undergoing bankruptcy was a requirement! I was given a ****** **** gift card, in which I was told I can use to pay the car note. It turns out it wasn't deducted, my fault and error. I resubmitted a payment as 4 days past due, was not deducted from my account. As ACH payments are unreliable, I have been paying via debit card occurring thr 5.00 fee. I've submitted 3 payments since then with no avail. I've called and get nonchalant careless ***** only response we will pick up the car. I offered to take the vehicle back if I am unable to make the payment. The predatory behavior of a loan company and **** they hire do go hand in hand. I am unsure how I acquired a *** fee when the funds have remained in the account, most of all lack of assistance to get it corrected. The web portal is not user friendly, truly stay away from lender. You can't update payment info, even asking the agent who "helped" me on my call, she advised there's nothing they can do; but the car will be picked up if payments not made. Despite calling to confirm why it hasn't been deducted.

  Business Response

  Date: 02/10/2025

  We reviewed Ms. ******** ****** recorded phone calls. She called in on 02/04 and 02/07 she advised the collection department that she made 2 payments with a credit card and they have not posted. The representative researched her issue and advised her system shows she went on line and made 1 payment with her checking account not a ********************** card on 02/07. She was also advised the payment made on the 02/04 was returned non-sufficient funds. We do not feel our employee said anything wrong to her she just advised her of the returned check and the status of her loan.  
  We also have no control over the portal or website it is through a third party not our company ******** could call in and get set up on auto pay and it will be deducted on their due dates with no fees.   
  Thank you for the opportunity to rectify this complaint
  

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company wouldnt take my payment for the car. Tried with mutiple **** to make payment so I could not get a late fee. Said they couldnt take a payment I could only make it with a debit card which mine was stolen. So had to order a new one. So could only make with check. They didnt wanna take check or money order and still wanna charge me a late fee on top of that. Not only that lady on phone was attacking who I was.

  Business Response

  Date: 12/02/2024

  ***** ***** called in 11/27/24 her auto loan was 9 days delinquent and in collections. Our phone calls are recorded and our employee was not attacking Ms. ****** She was advised by a account manager that the payment needed to be paid that day. ***** wanted to pay with her checking account but due to the previous 2 (NSF) Non Sufficient Funds checks. It was explained to her that our system could not process another check from her account. She was advised  to try to get someone else to help her make the payment and give them the money if she didnt have a debit card.
  On the recorded phone call ***** said she was a Loner and didnt know anyone. Our employee did not say that. Also there was not a late applied she went on line and made her payment that day.
  Thank you for the opportunity to reply to this complaint We will not be crediting her a late fee or terminating anyone.   

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November ****** I contacted them to find out why I wasnt getting calls about a payment going through and only got a text saying that my account will be sent to collections over $30. When I asked what the $30 was for they said Collateral protection, when I asked what that was and I was told I was paying that $60 a month for GAP they said no that is not true. I informed them that the only reason I kept that $30 payment so long was because I thought and was made to believe it was ************* they said file a complaint then when I asked them for an email they gave me a bogus email and refused to give me a license number so I can file a complaint through the state. The representatives are rude, aggressive, and very unprofessional. I called in today because I had sent the email requested to stop the $30 payments and they said they did not get it so I resent the email and requested back pay since I have had the proper insurance since May of this year to stop the $30 payments. They refused.

  Business Response

  Date: 11/14/2024

  We reviewed all recorded phones calls we dont feel our representative was unprofessional in any way We tried to contact ***** on 11/04 & 11/05 by text  the Dialer due to his *** payment declined on recurring and fell delinquent.
  I believe ********** is confused on GAP and ***.  Gap is included with his loan and *** (creditor placed coverage) which is on his existing auto loan because we did not receive or provide us with his full coverage insurance. His *** payments are an additional ***** and due the same day as regular recurring bi-weekly payments.  We have his signed paperwork that he acknowledged and authorized *** payments to be on recurring with his regular payment. At the time of him purchasing his vehicle he was advised he needed Liability (state mandatory insurance) and our offered *** coverage or full coverage with ****** deductible.He signed paperwork for the *** coverage. Mr. ******* was told he would have to provide proof of full coverage to remove his *** when he purchased his loan. They provided him with an email to send insurance document if he choose to get full coverage insurance. After we receive his insurance paperwork his *** payments would be removed.
   When the representative spoke to him on 11/5 he told her he had full coverage , she ask if wanted the *** removed he said no. She provided him with two separate email addresses to send the declaration page.  He never sent the insurance papers until 11/13/24.
   Moving forward we will remove the *** payments of *****. We are not refunding Mr. ******* any money he is requesting. It is not our Institutions responsibility to make sure our customers send their insurance coverage papers into the finance company.  He is well aware that the *** payments are being deducted on his loan.
  Thank you for the opportunity to answer Mr,Weigners concerns.
  
  

  Customer Answer

  Date: 11/14/2024

  I dont believe I requested any compensation from this complaint. Im leaving that to the lawyers that will be contacting you guys shortly who do believe there is a claim. The purpose of this complaint was to make you guys aware that I was unhappy with the way I was spoken to, it was very unprofessional. Given the defensive response I just received I would say one of the **** I spoke to is the one replying to this complaint. There is a fine line between professional and unprofessional and given you guys reviews of the company I now understand your rating. 

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a car March 2024 *** made payments for 8 months and the amount I owe hasnt gone down at all. I suffered the death of a family member and dealing with all of this I hit a rough patch financially. When my pay dates changed I called and asked them how can I get my due dates to match my pay dates these people are so rude Ive asked for a manager Ive requested someone to speak to me like Im human they text me saying who do you think you are to pay when you feel like. I always pay yes its late due to my pay periods but I always pay. The way these people treat their customers is rediculous and inhumane racial profiling at its best you should hear some of the things said to me. I have been requesting the call of a manager for 3 months and still nothing

  Business Response

  Date: 11/01/2024

  ***** is well aware and has been advised several times she signed a legal contract to pay on her due dates, not late every payment. As a ******************* we can not change due dates every time our customers change jobs. It is unfortunate Ms. ******* feels just because we call to collect on her delinquent auto loan, somehow we are profiling her. If her payments were made on time we would never have to contact her. She has also been speaking to her account manager when she calls in. 
  

  Customer Answer

  Date: 11/05/2024

  this response is unfortunate! Still not addressing the issue. Ive asked for the name of the person in speaking with they refuse to give me a name on multiple occasions! Ive asked to speak to a manager I was told managers refuse to speak to their customers. Ive been cursed at hung up on and treated extremely rude! I have not changed jobs multiple times I have changed jobs once and I called and said hey I want to see what I need to do to change my payment date and I was told thats not their problem i stated Im aware its no ones problem I am attempting to communicate in order to stop paying late! I always pay & changing my pay date will help me be more punctual! Also I asked why my amount owed hasnt changed since giving over 6000$ and I havent gotten a response for that either! I would like to know the name of the people handling my very personal information these people have access to phone number name payment methods ssn numbers the list goes on! I am asking for this company to make things right! There is a reason they only have 1 star rating for customer service.

  Business Response

  Date: 11/06/2024

  We apologize Ms. ******* feels this way, but we are not changing her contract due dates because she changed employment. It was never said in the last complaint she has changed jobs numerously just that we dont change contracts. She also spoke to a manager when she called and obviously was not satisfied with her response.
  We reviewed all her phone calls and her accusations of our employees cursing at her are false.  
  Cairn ******* purchased a 2014 *** 3 Series on 03/08/24 she put a down payment $1500.00 and has made $3984.00 in principle and interest payments. She did not pay $6000.00 in just payments. The balanced owed is $16,159.09 as of 11/06/24.
  I feel our company has answered all her issues in this complaint and would appreciate this closed.
  Thank you

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is extremely unprofessional. Car was impounded by Scottsdale PD while a friend of mine was driving, & placed on a 20 day hold because she didnt have license. The company sent their ***, **** to get the car out. **** texts me a photo showing me they got it out, but tells me I cant get it until the hold is up although they had already gotten it released to them & had the hold lifted. My license had been suspended due to fines, so I couldnt get the car out myself, but I was eligible to get it out with a restricted license today 9/29. Called the ******************** company, they gave me a hard time saying that they cant give it back because I have to still wait until the hold is over which was not true because the police department said that I can get it as long as I have a valid license. After clarifying with the police & calling them back, they finally agreed that I was right. The way that the receptionist spoke to me was very rude, careless & with attitude. The recovery guy has been texting me and going back and forth with me, saying that he did me a favor and expects a thank you any day now. They told me that they paid $450 to get the car out of the tow lot, but when I called the lot they only paid $175. I know the police charges $150 for the release, so I should owe them $325 in total but they still are trying to make me reimburse them $450. When I told them how much they actually paid they said that they charge a $100 fee for getting it from the police impound. I didnt ask for this service or know that they were doing it, the guy just randomly texted me and told me that they picked it up, which is great but they are very rude and unprofessional every time I contact them. This was very sudden for ********* refuse to let me pay them half now & the rest Friday. They are auctioning it off & now *** lost my whole car when I was told Id have until Friday to pay in full.. I have 2 children who need to get to *************** school & work every day.

  Business Response

  Date: 10/02/2024

  ***** ******* auto loan was in default, when we received notification from the impound lot that it was on a ******************************************************************************** could not pick the vehicle up at that time due to her suspended license. As the lien holder on 09/19/24 we went and retrieved the vehicle to stop any more impound fees from accruing.
  The Finance company was advised that the vehicle could not be released until the hold expired on October 3rd 2024. Our employees were following protocol as was advised from police department. We were unaware she had a Voluntary Travel License which she had issued September 30th that is good for 2 months.
  She was advised she can pay her 3 delinquent payments owed + impound fees and towing fee to get her vehicle back. As a courtesy we did not charge her any storage fees. We advised Ms. ******* of the balance due on 09/30/24 was $1290.01, she told us she could not pay.  
   It is not our company fault she allowed someone without a license to drive her vehicle and get it impounded. As a business we are not going to let our vehicle sit in an impound lot a keep accruing fees.
  Ms. ******* has the option to pay her loan current by October 3rd and get her vehicle, she was advised that already.
  Thank you for the opportunity to respond to this complaint. 

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have set up bill pay with my bank and have sent payments on the day it is due. I have my payment postmarked the day it was mailed. I assume due to the holidays the check arrived late. ***** the customer service rep keeps harassing me stating I owe a $12 late fee. Considering the contract states that if payment is not paid in full within 10 days a 5% fee would be charged. My payment arrived within 10 business days of due date.

  Business Response

  Date: 05/30/2024

  It is unfortunate Ms. *********************** feels this way. Camelback finance has no control when her bank bill pay, which is sent through mail, will get to our office. The day we receive the mail we post all payments.
   Our system applies late fee after the 10th day the payment is not received. A charge of 5% of the part of the payment that is late is applied to the account automatically this is specified on the contract she agreed to and signed. We have offered her another solution to put her payments on recurring with our company there is no fee. This will alleviate this from happening in the future. As a courtesy we will remove this one late fee but in the future she will be responsible to pay them.
  Thank you for the opportunity as a business to respond to her complaint.  
  Finance Director 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a suv last year in august. At the time of purchase I was shown the carfax and it didn't show that the suv had been back in 2020. I found this out when I tried to trade the suv in and they advised me why the offer was so low, They advised me to contact the dealer back to find out why this wasn't advised. I did and they asked me to bring the suv in so that they can lift it and show me that there was not damages. I don't know what to look for so they showed me underneath and said you should be fine. And they also told me that just like I just found out so did they. And I don't believe that. I feel as if I'm over paying for an suv that is way over priced and they won't work with me at all to resolve the issue. I need help because they with held information from me and they still are. I owe $17000.00 and at trade or sale I will still owe $9000.0. They advised me to keep it for another 36 months and bring it back and then they would look at getting me into something else.

  Business Response

  Date: 03/05/2024

  This is not our customer. Customer purchased the vehicle from *********************************************.

  Customer Answer

  Date: 03/05/2024

  Camelback Finance
  *********************************************

  Business Response

  Date: 03/07/2024

  According to our records ********************** purchased a 2017 Chev Equinox on 09/20/2023. This vehicle is not a branded title .We  are not required to give any paperwork on vehicles with minor/moderate  incidents on the  vehicle only vehicles with branded titles. Her 2017 Equinox is not a branded title.  
  The service department as a courtesy and to ease her concerns had her come in and lifted the vehicle. The service manager and Ms.Sparkling  thoroughly inspected under the vehicle which was determined no visible damage. 

  Customer Answer

  Date: 03/11/2024

  I dont agree with your statement. If you have to dispose this information with a brand new car then it should be the same for a used car. I can only go by what you try to tell and showed me at the time of purchase. 
  And only showed me underneath the vehicle once I brought the car fax information to your attention, that you offered to show me underneath the vehicle to show it to me as if I knew what to look for. Not only that but I was also advised that we would discuss options to replace or adjust the balance. The vehicle wasnt worth what you sold it to me for due to it had been in an accident. If I cant trade it for the value without damages then it shouldnt have been sold as if there had never been an accidents ever with the vehicle. That a scam and highway robbery against a customer. I work in the fraud department for a bank and I know fraud when I see it and now that your being exposed youre trying to put the blame on the customer that trusted your company that the vehicle had never been involved in a accident. Thats not a good business practice!!! 

• Initial Complaint

  Date:09/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with "defenders" I do not have a contract with Camelback ************** They did not provide me with the original contract as requested.

  Business Response

  Date: 09/25/2023

  We apologize for any inconvenience, according to all of  our documents we have not spoke to **************************************** since 04/10/2020. She came to our location to retrieve her property from her vehicle. ***** can call our finance department we will supply her copies of her paperwork. Thank you for giving us the opportunity to respond.